As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase....

an luxury brands take inspiration from India’s booming direct-to-consumer brands? The answer is yes! In many ways, these brands...

Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is...

Over the years I have come to believe that helping my clients measure training ROI, specially impact on business, is the most critical...

Today, we delve into a crucial aspect of customer service—handling angry customers. Complaints are an inevitable part of the retail...

Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it...